New job Senior Manager - Service Excellence in Tamil Nadu

Senior Manager - Service Excellence
Senior Manager - Service Excellence

Senior Manager - Service Excellence

Company : Daimler India Commercial Vehicles Private Limited
Salary : Details not provided
Location : Tamil Nadu

Full Description


Function / Core Area : Field Services / Service Excellence / Customer Experience
Job Objective – Roles & Responsibilities
Establish, steer, implement & support sustenance of Service Excellence processes at all dealerships to ensure uniform and superior customer experience thru standardization of service processes, systems & audit
Location : Regional Service Office (Bangalore/Mumbai/Delhi/Kolkata)
Job Content
1. Ensure Maximum customer satisfaction thru uniform service excellence process
2. Understand & Drive E2E service excellence process at all dealership locations
3. Orientation & training to new Dealer Process Champions
4. Train & implement service excellence process in new start up locations
5. Periodic trainings to CRM & CRE on complete customer experience process
6. Monitor & improve workshop efficiency thru Service Excellence process
7. Arrange for necessary process/ DMS/ IT systems training to dealerships based on requirements
8. Refresher trainings on service excellence process as and when process changes
9. Review and analyse process gaps, take corrective actions
10. Conduct periodic audits at main & branch locations for process deviations
11. Ensure necessary preparedness for Dealership Excellence audits ( Process/ Quality)
12. Monitor countermeasure implementations for audit observations and reporting.
13. Monitor & drive KAIZEN activities at all Aftersales areas in dealerships


Education Qualifications, & Organizational Experience & Soft Skillset
B.E /B. tech in Mechanical / Automobile Engg. with 8 to 10 yrs of aftersales/customer service experience in an automobile OEM industry (experience in CV is preferred)
Should be highly proficient in MS Office (MS Excel / MS Power point/Analytical tools).
Soft Skills:
  • Networking & Coaching skills (to have interface with dealer, Field team & HQ team)
  • Highly Process and attention to detail oriented
  • Problem solving, conflict handling, negotiating & multi-tasking abilities
  • Excellent communicator & a good Team player
  • Capable of handling tasks under stringent time bound environment
  • Flexible and agile
  • Digital savy and knowledge about latest trends of digitalization in workshops